growing existing business with customer experience for telcos
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We are facing tough challengesGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE
Increasing competition and eroding margins
1. Commoditization
Nearly 7 billion mobile subscriptions worldwide
2. Saturation
Customers raise expectations beyond categories
3. High Expectations
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THE CHALLENGE:
Trust and engagement
Telcos are inevery pocket
But people arenot engaged
The lost connection
Layers of engagement04 N
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Emotional
Cognitive
Physical
DREAM & ASPIRATIONSMEANINGFULPLEASURABLE
USEFULEASE OF USE
RELIABLEFUNCTIONAL
1990 Today Future
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Customers are more connected, smart and demanding than everGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE
Every day you are loosing out04 N
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Exponential growth of connectivity fuels
the opportunity
TIME
PEOPLE-DRIVENto ∞7
DRIVING PEOPLEfrom
Fundamental shift in perspectiveGROW EXISTING BUSINESS WITH IMPROVED CUSTOMER EXPERIENCE
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SERVE EXISTINGBEHAVIOURS
TAP INTONEW DESIRES
GREATER PRESENCE
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How can you be present across life? Can you add value where your customers are and become associated with the good things people enjoy?
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Some 70 million people are aged over 60 in Europe today.
What are their needs? Can you serve them better?
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2. S
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3. TAP INTO NEW DESIRES
Customers are showing us the way.
Can you co-create with lead-users or probe customers with new ideas to find and leverage growth opportunities?